Summary and Conclusion

Summary

IT leaders can no longer simply provide necessary business platforms at the lowest possible cost. Their role must expand to proactively manage IT systems and ensure users have good digital experiences. This is only possible by incorporating user insights into an observability roadmap to drive strategic business value.

Understanding users requires integrating active and passive user research tools, collaborating with user experience colleagues—or adding these skills to your team—and creating processes that span across the business to provide a 360-degree view of your customers’ and employees’ experiences.